TrevorSpace Moderator

About Trevor:

The Trevor Project is the leading suicide prevention and crisis intervention organization for LGBTQ+ young people. Trevor offers 24/7 crisis services, connecting highly trained counselors with LGBTQ+ young people whenever they need support. To drive prevention efforts, The Trevor Project also operates robust research, advocacy, education, and peer support programs. We’ve been saving lives every day for over 25 years.

Every day, and in every role, our staff contribute to our critical mission of ending suicide among lesbian, gay, bisexual, transgender, queer & questioning young people by embodying our values:

Heart - We care deeply and commit to do what matters

Integrity - We build trust through our words and actions

Community - Together, we are an unstoppable force for good

Belonging - We serve as allies to the mission, and to each other

Progress - We continually move onward and upward

Applicants and staff must be authorized to work for any employer in the United States.  The Trevor Project will not sponsor an employment visa for this position.

Role: TrevorSpace Moderator
Location: This role will be remote in the continental United States, Alaska, or Hawaii
Reports to: Senior Manager, TrevorSpace Trust & Safety
Eligibility: Authorization to work for any employer in the United States is required. The Trevor Project will not sponsor a work visa for this role. 
Classification: Exempt Full Time
Union Role? Yes
Salary Range: Starting at $28/hr

Summary: 
TrevorSpace is a supportive, affirming online community for LGBTQ youth and their allies - and it is growing rapidly. The TrevorSpace Community Moderator will assist in the daily tasks of running TrevorSpace, focused on supporting TrevorSpace users with general tech functions and managing the upkeep of the TrevorSpace community. You will interact directly with TrevorSpace users and collaborate with The Trevor Project’s crisis services team to evaluate at-risk content. TrevorSpace operates 24/7/365, and this role requires non-standard working hours, with a 5-day workweek that will include at least one weekend day.
In this role, you will see and handle situations involving violence, harm, suicide, self-injury, child sexual exploitation, bullying, harassment, hate speech, violent/graphic content, sexual solicitation, cybersecurity, account integrity, and protection of minors. Additionally, you will be required to work with various law enforcement agencies, as required.

Roles and Responsibilities:

• Perform community management tasks and interact with users to help them use TrevorSpace.  Examples of these tasks include approving user clubs, processing account deletions, and responding to users on the site itself.

• Assist with moderation to keep the community fun, safe, useful, and affirming, including reviewing users and content that were flagged by other users for unwanted/unsafe behavior

• Review user content for potential violations of community guidelines.  

• Thoughtfully and intentionally apply TrevorSpace guidelines to ensure community standards 

• Monitor TrevorSpace content for emerging risks and send digital resources to users posting content indicating suicidal ideation

• Document and share user feedback and suggestions to improve the community, as well as trends/patterns among user conversation

• Ensure protocol is followed on the documentation and reporting of activity on TrevorSpace

• Ensure the timely submission of reports and calls to law enforcement; child protective services; NCMEC; and other agencies as deemed necessary

• Contribute to our critical mission of ending suicide among lesbian, gay, bisexual, transgender, queer & questioning young people, while fostering an inclusive approach to your direct work and engagement with Trevor colleagues across the organization

• Continually grow your LGBTQ competency and awareness

• Respond to inquiries that come in within a timely manner 

• Work with emergency services to send support to youth in crisis

• Facilitate discussion with users when appropriate

• Demonstrate fair, ethical, and equitable business practices

• Learn eagerly, share knowledge appropriately, and improve continuously

• Demonstrate successful planning and problem-solving skills, including multitasking and working well within tight timelines

• Work, communicate, and collaborate effectively with others

• Demonstrate attention to detail and accuracy in all work

• Demonstrate a commitment to fostering and maintaining an environment of diversity, inclusion, and belonging

• Other relevant duties and responsibilities as assigned

Minimum Qualifications:

• Experience managing online communities, with a focus on harm reduction & user safety

• Experience with online content moderation

• Experience understanding and implementing online policies related to trust & safety

• Experience submitting reports to law enforcement; NCMEC; and child protective services

• Proven collaborator who approaches all work and interactions with empathy and inclusion.

• Proven ability to listen and respond to develop mutual understanding

• Proficiency in spoken and written English

Why Trevor? Join a mission-driven organization where your work makes a real impact on the lives of LGBTQ+ young people—every single day.   Outstanding benefits, including: - Comprehensive health coverage, including plans that support various gender affirmation care needs - Mental health resources, with access to virtual care and a variety of in and out of network options for support - 403(b) retirement plan with a 3% employer match, vesting over three years - Generous paid time off and company holidays to rest and recharge - Employee Assistance Program (EAP) offering confidential emotional support, work-life solutions, financial and legal guidance, and online resources - Remote work flexibility from anywhere in the continental U.S., Alaska, or Hawaii- with provided technology, a home office setup reimbursement, and a monthly internet reimbursement       The Trevor Project provides equal employment opportunities (EEO) to all employees and qualified applicants for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other status protected by applicable law or policy. The Trevor Project complies with all applicable laws regarding equal opportunity in employment.   This is a union position. The terms and conditions of employment for this position are covered by a collective bargaining agreement between The Trevor Project and The Communications Workers of America (CWA), the collective bargaining representative for employees in the bargaining unit.   The Trevor Project is committed to the full inclusion of all qualified individuals. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If a reasonable accommodation is needed to participate in the job application or interview process, please submit a request here.  Please do not disclose medical information in this form–this information will be viewed only by our benefits team and will remain secure. This form is only for those requiring a reasonable accommodation to participate in the job application or interview process. This form is not an application - you must still apply through The Trevor Project careers website.